Name: Mobile-First Customer Care: Many Channels, One Device
Start: 2022-03-15T16:00:00Z
End: 2022-03-15T17:02:00.000Z
Location: BrightTALK
Rating: 5

Glance's branded, in-the-moment web, mobile, and in-app Guided Customer Experiences (Guided CX) increases customer satisfaction, ensures brand loyalty, and drives innovative new revenue streams. The world’s largest enterprises trust Glance’s Guided CX technology to empower customer-first teams to securely see, show, and share anything online with a click of a button.

How well do you really know your customers? In almost every business across every industry, customers have become more diverse than ever before. 

Whether you know it or not, your customer base is diverse in almost every way imaginable: gender, race, sexual orientation, religion, political affiliation, family structure, existence of disabilities, and more. And the spending power is staggering: 
● The LGBTQ+ community has $3.2 trillion in purchasing power. That’s “trillion” with a “T”. 
● African American, Asian American, Native American, and Hispanic consumers have a combined $4.9 trillion in purchasing power. 
● One in four people in the United States have some form of disability, and the global purchasing power of people with disabilities is $8 trillion. 

So how can businesses authentically engage with different communities to gain their loyalty and hard-earned dollars? By giving them a place to BELONG. 

In this eye-opening and myth-busting keynote presentation, customer experience experts Dan Gingiss and Shonnah Hughes teach audiences why belonging matters and how it equates to business growth. They make the case that diversity, equity and inclusion (DEI) is more than just good hiring practices; it’s about building products and services with your diverse customer base in mind and being inclusive in your marketing. 

You’ll learn: (1) What it means to BELONG and how to create it at your company; (2) Specific examples of companies authentically embracing diverse customers; and (3) How diversity and inclusion lead to better products, improved customer experience, and higher profits. 

Your audience will walk away inspired with actionable steps to create a deeper connection with ALL of your customers. And when you build it, they will come: communities that feel welcomed, tell others and create word-of-mouth marketing - which is exactly what your audience will be doing after experiencing Dan and Shonnah live!

Why it pays to BELONG: Improving customer experience and increasing sales

According to Aberdeen Group, companies with extremely strong omnichannel customer engagement see a 9.5% year-over-year increase in annual revenue, compared to 3.4% for weak omnichannel companies.

What you will learn:

- How investing in omnichannel CX can help you endure the pandemic and thrive during the recovery

- How leading brands leverage omnichannel CX for higher CSAT, revenue, and contact center efficiency

Creating a Great Omnichannel Experience Equals Great Customer Experiences

When it comes time to seek help in your website or app, customers love chat. And they love it even more when it’s quick, convenient, and personalized. 

Enter cobrowse with Glance. When your representatives can join your customers virtually during a chat session, right in the webpage or app, they can help customers: 

- Answer critical questions
- Guide navigation
- Complete a transaction

With Glance, customers are grateful for the help and delighted with the experience as their needs are met in-the-moment. For companies, Glance accelerates issue resolution while achieving better customer satisfaction and NPS scores - ensuring happier, more loyal customers through unforgettable digital experiences.

Add the human touch to web-based chat with Glance

When it comes time to seek help in your website or app, customers love chat. And they love it even more when it’s quick, convenient, and personalized. 

Enter cobrowse with Glance. When your representatives can join your customers virtually during a chat session, right in the webpage or app, they can: 

- Answer critical questions, 
- Guide navigation, and 
- Help them complete a transaction.

With Glance, customers are grateful for the help and delighted with the experience as their needs are met in-the-moment. For companies, Glance accelerates issue resolution while achieving better customer satisfaction and NPS scores - ensuring happier, more loyal customers through unforgettable digital experiences.

Adding the human touch to web-based chat with Glance - DRY RUN

Let’s face it: Competition is tougher than ever these days. Competing on price is a loser’s game — just ask the two gas stations across the street from each other. And competing on product is getting harder and harder as almost everything is copyable — just ask your favorite ride-share company.

So what’s left? How can we stand out in a crowded marketplace that is constantly evolving?

In this fun and engaging keynote, customer experience coach and former Fortune 500 executive Dan Gingiss will teach the audience how customer experience can be your company’s ultimate differentiator, creating a competitive advantage that cannot be copied. You’ll learn how to: 1) identify the types of experiences people share most often and why; 2) apply an easy, 5-step framework for creating remarkable, shareable experiences; and 3) leverage examples from many other companies across industries that have been successful with these simple, practical, and inexpensive ideas.

Your business CAN compete on customer experience. When you create a remarkable experience for your customers, they become your best marketers and salespeople. The result is more customers, who stay longer, spend more, and recommend your company to others.

You’ll walk away from this webinar inspired to go back to work the next day with actionable steps to create a deeper connection with your customers. And Dan Gingiss doesn’t just talk about experience, he creates one for the audience, too!

Are you ready for the experience of a lifetime?

How A Remarkable Customer Experience Can Be Your Best Sales Strategy

More than half of companies have or will have a formal CX transformation project underway this year. Among the many initiatives, organizations are leveraging visual engagement applications (video, screen-sharing, and co-browsing) to their customer interaction options.

Why is it vital to add visual engagement to your portfolio? And if you already have visual engagement available, what else should you be doing?

During this webinar, Metrigy CEO and Principal Analyst Robin Gareiss will discuss why visual engagement is transformative. She will cover the following:


• How can you increase buy-in among employees and customers to use the channels?
• What do you need to budget for visual engagement capabilities, and what do your employees need to use the apps?
• Visual engagement measurably improves customer ratings, revenue, operational costs, and agent productivity. What’s driving the impressive metrics companies are experiencing?
• Why does visual engagement provide a competitive advantage for financial services organizations?

Transforming Customer Experience: Why Visual Engagement is Key

Whether you’re new to Glance or a long-time customer, the latest features offer new ways for you to connect, share, and secure personalized, guided customer experiences throughout your website or app, helping your users navigate critical digital moments.

This webinar will demonstrate the new features of Glance, including:
- Multiway video and cobrowsing: add multiple visitors and/or agents to any Glance session
- Cobrowse documents: navigate PDF or Excel files together as well as web properties, while ensuring privacy and security for both agent and visitor
- Dynamic, role-based data masking: Define who can see what during a Glance session based on their role, allowing for more granular levels of control over secure and/or privileged onscreen data
- UI updates for agents and visitors: background blurring, extended compatibility with accessibility technologies, and one-click, in-brand ease to connect to any guided customer experience

Glance lets you instantly connect with customers or prospects in your digital spaces: human-to-human, when they need you most. Personally guide users through tricky digital moments with the power of guided customer experience solutions from Glance: Cobrowse, Screenshare, Video, Mobile App Share, and Mobile Camera Share.

Join the webinar to see how simple, secure, human-to-human connections inside your digital properties can make all the difference to your enterprise – and to your customers.

Glance Features to Know: Making Human Connections in the Digital World

Digital accessibility has fast become an important need for most organizations. Ensuring digital assets like websites, applications and documents are accessible to everyone can help meet corporate responsibility initiatives, improve ROI and mitigate legal risks. Understanding how to create a flexible and effective program to improve and maintain accessibility can be a challenge.

This session will discuss what digital accessibility is and the reasons it is important for any organization. It will explore how people with disabilities use technology and ways to ensure your technologies are usable by everyone. Then we’ll look at the tools and services that comprise a successful and sustainable accessibility program. 

You will learn:
• What accessibility is
• The three main reasons for making your digital assets accessible 
• Some ways people with disabilities use technology
• How accessibility benefits everyone
• What technical conformance and usability are
• Tools and services that comprise a successful and sustainable accessibility program

Accessibility is a journey and a rewarding one at that. Just knowing you’re including everyone makes it all worthwhile. When you add the benefits to the business's bottom line and the reduction of risk it becomes smart business too.

Launching a Sustainable Accessibility Program

We all know that support staff are at the forefront of driving great customer experiences. But the one thing that customer-centric companies understand well is that great CX is not the job of customer-facing teams alone – everyone has an equal role to play.

This session will explore how all teams in your organization are in the “customer experience business,” and how driving such a culture forward is key to organizational success.

You’ll learn: 1) How different teams such as marketing, finance, and legal shape the customer experience; 2) real-life examples of the impact of non-customer facing teams on the end customer; 3) how a company-wide commitment to CX improves customer loyalty.

Your customers don’t care about your organizational chart or which department handles what. They look at your company as a single entity, and expect that everyone — from the front-line customer service agent to the legal department to the custodial staff — is focused on making their experience remarkable.

Why Every Employee Is In The Customer Experience Business

Customer relationships are going digital — a trend that has accelerated even more due to the current pandemic.

Why is customer experience so important? How can you improve your CX efforts to win and retain customers?

Glance CEO, Tom Martin, joins a panel of experts in this webinar replay hosted by CRM Magazine and DestinationCRM.com.

What you will learn:

* Why customer journey initiatives top the “must continue” list in 2020

* How to deliver digital customer experiences that still feature the human touch

* How CX has become critical to your digital brand promise

* How major brands deliver in-app human guidance that increases CSAT, loyalty, & ROI

Why Is Customer Experience So Important? (And How to Improve Your CX Efforts)

During this webinar, Metrigy CEO and Principal Analyst Robin Gareiss will discuss why contact centers must have three key capabilities: video, co-browsing, and screen sharing. She will cover the following:
 
• How pervasive are visual engagement applications in contact centers, and how much will they grow?
• What customer scenarios are prime candidates for a guided customer experience?
• To what extent does the use of visual engagement improve business success metrics, including revenue, operational costs, customer ratings, and employee efficiency?
• Which industries should be communicating with customers using these visual engagement applications?

Guided CX: Why Visual Engagement Apps Should be in Your Portfolio

For a commissioned study, Forrester Consulting found that when customer service reps are empowered with visual engagement technology to see, show, and guide customers to quickly solve problems, companies appreciate a 396% ROI with a payback in under 6 months.

In this webinar, conducted by DestinationCRM, you will learn:

How visual engagement delivers cost savings and boosts revenue:

* Shorter average handle time

* Higher first-time call resolution

* Lower call center staffing costs

* Higher customer loyalty and lifetime revenue

* Keys to successful deployment of visual engagement

* How to build a case to justify investment in visual engagement to your executive team

The ROI of Humanizing Your Customer Service Engagements

Watch Glance CEO, Tom Martin, present on this webinar hosted by TMC / Customer Magazine. Video is emerging as a primary channel for digitally engaging with your customers as they navigate and complete transactions on your website or in your app. We discuss industry trends and illustrate the value of embedding video collaboration capabilities into your digital customer journeys with a case study from Intuit TurboTax. We also show a live demo.

Key Takeaways:

* How the COVID pandemic accelerated the need for better digital customer experiences that can convey humanity and empathy

* Review a real-world success story: how Intuit TurboTax embedded the capability for tax experts to host impromptu video consultation sessions with tax preparers… and how that experience has driven higher customer satisfaction, retention, and revenue

* Watch a demo of a video-based “guided customer experience” in action
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TMC Customer Magazine Webinar: Adding Video to Your Digital Customer Engagements

According to findings in the BAI Banking Outlook: Trends in 2020, about one-half of customers under the age of 55 say they would switch financial institutions for a better banking app and digital platform capabilities.

Are your digital and mobile apps working hard enough to help you win and retain customers?

In this BAI webinar, you will learn ways to improve your digital banking, digital lending, and digital investment management apps.

Key Takeaways:

* Review 6 trends shaping the digital/mobile app landscape

* Learn how to improve the CX of your existing iOS, Android, or browser-based apps

* Learn how to provide better support for customers using your apps, and enable your bankers, financial advisors, loan officers, and service reps to deliver strategic value and “the human touch” through the app

* Webinar includes real customer examples and a demo of visual engagement functionality embedded in a financial app

Mobile & Digital CX - How Visual Engagement Can Help You Win & Retain Customers

Gartner says many mobile apps fail to achieve business objectives because “there is very little customer service capability built into the apps.” [Gartner Hype Cycle, CRM Customer Service and Customer Engagement, 2018]

Watch this webinar replay hosted by CRM Magazine and DestinationCRM.com and you will learn:

* Why adding service & support functionality to your mobile apps is critical to the success of your mobile strategy

* How you can enable customer care agents and knowledge-workers to join users in the app, see their screen, answer questions, deliver consultation, and guide user navigation

* How investing in mobile customer care can lead to lower customer churn, higher transaction conversion, higher customer satisfaction, lower support costs, and higher lifetime customer revenue

Mobile-First Customer Care: Many Channels, One Device

Visual Engagement

Customer Experience

Customer Care

Customer Service

Digital Transformation

Mobile Applications

Mobile Apps

Customer Data

Customer Engagement

Mobile Strategy

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Fintech

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Mobile-First Customer Care: Many Channels, One Device

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